Quick answer. When a buyer says a seller-fulfilled package never arrived, Amazon first sends them to you through Buyer-Seller Messages, and you have 48 hours from their first message to respond and try to resolve it. Amazon says a buyer becomes eligible for an item-not-received A-to-z Guarantee claim 3 days after the maximum estimated delivery date, and has 90 days from that date to file. Granted claims where you were at fault count toward your Order Defect Rate, which Amazon requires to stay under 1%. With a “Claims Protected” Buy Shipping label and an on-time first carrier scan, Amazon says it funds the reimbursement and the claim does not count against ODR. Separately, USPS, UPS and FedEx claims can recover a lost parcel’s value.

Every seller who ships their own orders eventually gets the message “My package never came.” The parcel may be stuck after a missed scan, taken from a porch after delivery, or misplaced by the buyer. In Seller Central these cases look the same at first, and they all run on the same clocks.

Sellers who absorb these losses calmly know which clock is running, which protection applies, what evidence they can produce, and what they can recover from the carrier. The rules below apply to seller-fulfilled orders in the US store.

This article is educational information, not legal advice. Carrier liability and theft reporting turn on the facts of each shipment, so confirm anything that affects your rights with the carrier or a qualified professional.

Why a missing package is an account health problem, not only a refund

A missing package costs you the product and the postage. The larger cost is that the way the case closes decides whether it becomes a defect on your account.

The metric the claim lands on

Amazon defines Order Defect Rate as the percentage of orders with one or more indicators of poor customer service during a 60-day period. The indicators are negative feedback (1- and 2-star seller ratings), A-to-z Guarantee claims, and credit card chargebacks. ODR applies only to seller-fulfilled orders. Amazon requires sellers to keep ODR under 1%, and says a rate above 1% may result in suspension of FBM selling privileges or deactivation of seller-fulfilled offers.

A single lost parcel can generate all three defect types on one order. The buyer files an A-to-z claim, leaves a 1-star rating while waiting, and sometimes also disputes the charge with their card issuer. Amazon counts an order once however many defects it has, but that one order still counts.

Which claims count and which do not

Amazon’s ODR page is specific. A-to-z claims count when they are granted to the buyer and Amazon decides you were at fault, when you refunded the buyer after the claim was filed, when you or Amazon cancelled the order, and while a claim is pending a decision on appeal. They do not count when Amazon decides you were not at fault, when they are denied, when the buyer withdraws them, or when they fall under the property damage and personal injury process. If an appeal reverses the decision and finds you not at fault, Amazon removes the claim from your ODR.

Refunding after the claim is filed still counts. Refunding before a claim exists creates no A-to-z defect. That timing difference matters more than anything else in this article.

Why the numbers move faster than sellers expect

A small seller has little room. A hypothetical seller with 300 FBM orders in 60 days reaches 1% at the third defective order, and one carrier problem in a holiday week can produce three. See our guide to how ODR is graded.

The same 300 hypothetical seller-fulfilled orders in two lanes. Compare each count to see how missing parcels become ODR defects or stay off it.

How Amazon handles an item-not-received claim, clock by clock

Amazon’s A-to-z Guarantee page sets a fixed sequence for delivery problems on orders you fulfill. Knowing it tells you where you can still change the outcome.

Step one. The buyer must contact you first

For a delivery issue, Amazon directs the buyer to Buyer-Seller Messages so you hear about it first. Amazon says you must respond and attempt to resolve the issue to the buyer’s satisfaction within 48 hours of the buyer’s first message. Missing that 48 hours is one of the situations where Amazon automatically grants the claim and debits your account.

Step two. The waiting period

Amazon’s A-to-z page says the buyer must also wait 3 days past the maximum estimated delivery date before filing for a delivery issue. Amazon’s Manage Orders FAQ adds that buyers can file 3 calendar days after the maximum estimated delivery date or 30 days after the order date, whichever is earlier. They have 90 days from the maximum estimated delivery date to file, and Amazon reserves the right to accept claims after that.

Step three. The claim and the investigation

Once a claim is filed, you can refund (which still affects ODR), Amazon can investigate or grant it automatically, or the buyer can withdraw it with no ODR impact. If Amazon asks you for information during an investigation, you have 72 hours to respond. If you do not, Amazon says it may grant the claim in the buyer’s favor.

The automatic grants that matter for lost parcels

Several of Amazon’s automatic grants are pure delivery failures.

You did not ship the order by the expected ship date.
You did not use a trackable method and did not provide a valid tracking ID in Manage Orders.
You did not deliver the order by the maximum estimated delivery date.
The tracking you provided shows the order is undeliverable.
You did not deliver to the address the buyer provided.

You prevent all of these before the label prints.

Instant refunds without a buyer message

If tracking shows the package was undeliverable or refused and is returning to you, Amazon refunds the buyer and debits your account without ODR impact. If you had not shipped or confirmed shipment when the buyer files, the automatic refund does affect account health and ODR.

Appeal

If Amazon grants a claim, you have 30 calendar days to appeal with new information. Amazon says that after 30 days the claim closes and any negative ODR impact cannot be reversed. File the appeal from Performance, A-to-z Guarantee claims, Option to Appeal tab, with proof of delivery or other documents, and answer any follow-up request within 72 hours.

The A-to-z claim clock counted from the maximum delivery date. Tap each stage to see what is open, what is closing and what should already be done.

The timing that decides an item-not-received case. Most of the leverage sits on the left side, before the claim exists.

When Buy Shipping protection applies, in Amazon’s words

The most effective protection against lost-package defects is a label Amazon itself vouches for. Amazon’s Buy Shipping protections page describes two protections, Claims Protection and OTDR Protection.

The Claims Protection conditions

Amazon says Buy Shipping shipments qualify for A-to-z and SAFE-T claims protection against “Package didn’t arrive” claims when all of these are true.

Amazon reimbursed the buyer for not receiving the package.
The label was bought through Amazon Buy Shipping and was a “Claims Protected” service. Amazon shows the badge before purchase and on the order details page after.
The order shipped on time, judged at the moment of the carrier’s first scan, not when you confirm shipment.

When all three are true, Amazon says it will fund the buyer reimbursement and the claim will not be counted against your ODR. Amazon also says “Late Delivery Risk” labels are not eligible for these protections.

A-to-z versus SAFE-T inside the protection

The same page splits the process by who handles customer service. If you manage your own customer support, the A-to-z claim process applies. If Amazon handles support through Customer Service by Amazon or Seller Fulfilled Prime, the SAFE-T claim process applies. Amazon’s Manage Orders FAQ says SAFE-T lets you file for reimbursement when you want to appeal Amazon’s decision to refund a buyer, with reimbursement at Amazon’s discretion where it determines you were not at fault.

The 48-hour condition on Amazon’s prevention page

Amazon’s page on preventing A-to-z claims words the protection slightly differently. When you ship on time using Buy Shipping, granted delivery-related claims have no impact on account health or ODR as long as you respond to customer inquiries within 48 hours, and you may still be responsible for reimbursing the customer. In practice, buy a Claims Protected label, get the first scan on time, answer the buyer within 48 hours, and check the claim record to see how each claim was funded.

What the protection does not cover

Claims Protection covers “Package didn’t arrive” claims. It does not cover not-as-described claims or a chargeback the buyer opens with their card issuer. Amazon’s separate OTDR Protection guards on-time delivery, not ODR.

Six stations an item-not-received case passes through. Tap each one to see what happens there and which clock is running at that point.

Signature confirmation and proof of delivery

Sellers always ask at what order value they should require a signature. Start with what Amazon says.

What Amazon says about signatures

Amazon’s prevention page encourages sellers to buy additional proof of delivery where available, which may include signature confirmation, because it shows Amazon the package reached the exact customer address. A claim is less likely to be granted when you respond promptly to a missing-order inquiry and attach a signed proof of delivery, a delivery photo, or the buyer’s own request for contactless delivery. Without signature confirmation, and when Amazon cannot establish delivery from other tracking, the buyer’s claim is more likely to be granted.

On a delivery claim, Amazon says it may ask for dispatch method, proof of delivery, tracking number, delivery address, signature confirmation and carrier details.

The dollar threshold question

Amazon’s help pages recommend signature confirmation but do not publish a dollar threshold above which it becomes required or automatically protective for seller-fulfilled orders. If you have seen a figure quoted, verify it on the current Amazon help page. Otherwise, set your own threshold from your product values and loss history, and treat a signature as evidence, not a guarantee.

The USPS threshold that does exist

USPS publishes one threshold sellers should know. Under the Domestic Mail Manual, an item insured for more than $500 receives a delivery scan, and USPS provides the signature to the mailer electronically as the delivery record. USPS also sells Signature Confirmation as a separate extra service, which records the date and time of delivery or attempted delivery and keeps a delivery record that includes the signature.

Choosing a rule that fits your catalog

Tie signature or insurance to your actual exposure. As a hypothetical example, a seller of $35 accessories and $420 audio devices might ship accessories on Claims Protected labels without signature, and ship audio devices with signature confirmation and enough insurance to cover the item. Revisit the rule whenever theft complaints cluster in a ZIP code or carrier lane.

Porch theft and “delivered but not received”

The hardest case is the one where you did everything right. The parcel shipped on time, tracking shows it delivered to the correct address, and the buyer says it is not there.

What the evidence can and cannot prove

A delivery scan proves the carrier recorded a delivery, not that the buyer received it, and Amazon says unclear cases are more likely to be granted. Your goal is not to prove the buyer wrong. Show that you shipped correctly, on time, to the right address, with the best evidence available, and that you responded promptly. Do not accuse the buyer. Amazon reads your messages.

Reporting theft to the right authority

For USPS shipments, the US Postal Inspection Service handles mail theft. Its mail theft page directs people to report through the online form at uspis.gov/report or by phone at 1-877-876-2455. The report usually comes from the buyer, since the theft happened at their door. The Inspection Service recommends Hold For Pickup at a Post Office and signature confirmation for important mail, and you can offer both on high-value orders.

Don’t promise what you cannot verify

Never make a theft report a condition of a refund, and never threaten the buyer. Never create, edit or “improve” a delivery photo, signature record or tracking screenshot. If the carrier cannot give you proof of delivery, say so plainly and rely on the genuine evidence you have.

Five places a delivered parcel can go missing. Open each one to see what sets the claim off, what the record can prove and what is only assumed.

Carrier claims with USPS, UPS and FedEx

An A-to-z claim settles things between you, the buyer and Amazon. A carrier claim decides whether the carrier pays you back. They run on separate clocks, and you can pursue both.

USPS

The USPS Domestic Mail Manual sets the rules for indemnity claims. Either the mailer or the addressee can file. For a lost article, the filer needs the mailing receipt or online label record. Damage or missing-contents claims must be filed within 60 days of mailing. For a lost article, the DMM sets an earliest and latest filing day counted from mailing. Priority Mail Express runs from day 7 to day 60. Insured mail, including Priority Mail with included insurance, runs from day 15 to day 60.

The DMM says Priority Mail and USPS Ground Advantage pieces with a USPS tracking barcode carry included coverage with a maximum liability of $100, and additional insurance up to $5,000 can be purchased. You need proof of value, such as a paid invoice or sales receipt, and evidence the service was purchased. USPS prefers online filing and allows a first appeal within 30 days of the decision and a final appeal within 30 days after that.

Before a claim, USPS lets you submit a Missing Mail search starting 7 days after mailing. Our article on sellers who do not trust USPS explains how to read USPS tracking, and USPS on weekends covers how weekend handling affects your delivery dates.

UPS

UPS says a claim for a lost or damaged package must be started within 60 days of scheduled delivery. Shippers file through the claims dashboard, and recipients or third parties can file as a guest. You need the tracking number and an invoice showing the package value, plus serial numbers for certain items, such as electronics over $500. Unless more investigation is needed, UPS typically expects a resolution in 8 to 10 business days, and approved payments go to the shipper. Packages released to a specified location, such as through a signature-release or apartment instruction in My Choice, are not eligible for lost claims, which matters directly for porch theft.

FedEx

FedEx says claims for damaged or missing contents on US packages must be filed no later than 60 calendar days from the shipment date, and claims for undelivered or lost shipments within nine months of the shipment date. Supporting documents include original purchase or manufacturer invoices as proof of value and, for batch claims, the shipping record, photos and serial numbers. You must be logged in to file.

Included coverage is capped, so the carrier pays only up to the coverage you bought. Claim only what your genuine invoice supports.

Carrier	Who can file	Window stated by the carrier	Proof of value
USPS	Mailer or addressee	Lost insured mail, day 15 to day 60 from mailing. Priority Mail Express, day 7 to day 60. Damage or missing contents, within 60 days	Sales receipt, paid invoice, bill of sale or card statement
UPS	Shipper, or recipient as guest	Within 60 days of scheduled delivery	Invoice showing value. Serial numbers for certain items
FedEx	Shipper or recipient, logged in	Damage or missing contents, 60 calendar days from shipment. Lost, nine months	Original purchase or manufacturer invoices

The three records Amazon and the carrier read when a buyer says the parcel never came. Switch tabs to see which fields hold up and which are gaps.

How to verify where every case stands

Work from records, not memory. Every fact you need is in a report you can open.

Your ODR breakdown sits under Account Health. Go to Account Health, click View details in the Customer service performance section, select the Order defect rate tab, and click Download report. Open claims sit under Performance, A-to-z Guarantee claims. The Action required tab shows what needs a response, and the Option to Appeal tab shows granted claims you can still appeal. The order details page shows the label purchase section, including the Claims Protected badge if you bought one.

Question	Where to check	What to look for
Is my ODR near 1%?	Account Health, Customer service performance, Order defect rate tab	The rate and the downloadable list of defective orders
Which claims need action?	Performance, A-to-z Guarantee claims, Action required tab	Requests with a 72-hour deadline
Can I still appeal?	A-to-z Guarantee claims, Option to Appeal tab	Granted claims inside 30 calendar days
Was the label protected?	Order details, Shipping label purchase section	The Claims Protected badge, not Late Delivery Risk
Did I ship on time?	Carrier tracking history	First carrier scan on or before the ship-by date
Was it delivered to the right address?	Order address against the carrier delivery record	An exact match, including unit numbers
Can I recover the value?	USPS, UPS or FedEx claims portal	The filing window for that service and your proof of value

An evidence readiness check for lost and stolen parcel cases. Toggle the records you have to see whether your file can answer Amazon in time.

When lost packages push your ODR over the line

If your ODR crosses 1% and Amazon deactivates your seller-fulfilled offers or FBM privileges, Amazon’s ODR page says you can appeal from Account Health by clicking Submit appeal. The appeal has to explain what caused the defects, what you already did about them, and what will stop them from happening again. Our page on Amazon account health maintenance describes how we support sellers with that work.

Diagnose the pattern, not the last complaint

Download the ODR report and break the defective orders down by source (feedback, A-to-z, chargeback), ASIN, carrier, service, ship date and region. Lost-package defects cluster around a carrier change, a holiday surge, late first scans, or high-value items shipped without signature. The cluster is your root cause, not the last angry buyer.

Prove the cause

Pull order-level data for the defective orders (dates, products, carriers, tracking, scans, messages) and the operational record that shows the cause, such as the date you switched services. Include any written carrier confirmation of a service problem. Every statement in your appeal should match the order data. A claim the data contradicts does more harm than saying nothing.

Show the corrective action already taken

Corrective actions are things you have already done, with dates and proof. For example, you refunded the affected buyers, moved the affected lanes to Claims Protected Buy Shipping labels, added signature confirmation above your internal value threshold, corrected the pickup schedule, and cleared the message backlog.

Show the preventive controls, with an owner and a date

Preventive controls are the ongoing checks that stop recurrence. Each needs a named owner, a start date and a record someone can audit. Here is a hypothetical example. “From [date], our operations lead runs a daily report of shipments without a delivery scan within [X] days of the maximum estimated delivery date and contacts the buyer the same day. Orders above our internal value threshold ship with signature confirmation. Every label is bought through Buy Shipping and checked for the Claims Protected badge before printing.” Avoid “we will be more careful.” Amazon cannot audit good intentions.

Mistakes that sink these appeals

Blaming buyers, thieves or the carrier instead of naming the controllable process.
Arguing the rate is only slightly over the target.
Promising vigilance with no owner, date or report behind it.
Submitting edited or reconstructed delivery records.

Our article on A-to-z Guarantee claims covers the claim side in more depth, and FBM looks at whether self-fulfillment suits your catalog at all.

Lost parcels pushing your ODR up?

Send us the case and we will tell you plainly what the defect pattern shows and what to fix first.

Submit Case →Book a call

Common mistakes with lost and stolen packages

Refunding after the claim instead of before

Amazon’s ODR page says claims you refund after they are filed still count. Sellers often wait, hoping the parcel turns up, then refund once the claim arrives. That is the worst outcome, because you lose the money and take the defect. If the evidence is weak, decide before the claim window opens.

Other traps

Confirming shipment is not shipping, because protection is judged at the first carrier scan. Late Delivery Risk labels are not protected. Unanswered 72-hour requests and grants left unappealed past 30 days stay on your ODR. A carrier payout does nothing for the A-to-z claim, so run both processes.

Five notices a missing parcel can set off, each with its own clock. Open each one to see what it means and what to send back.

Related guide. FBA Inventory Reimbursements.

A repeatable routine for FBM sellers

Every shipment

Buy through Buy Shipping and pick a Claims Protected service where one fits the delivery promise.
Get the first carrier scan on or before the ship-by date.
Add signature confirmation and insurance above your internal value threshold.

Every day

Answer every buyer message within 48 hours, delivery questions first.
Check the A-to-z claims page for anything in Action required.
Contact buyers whose shipments are past the maximum delivery date with no delivery scan.

Every week

Download the ODR report and break new defects down by source, carrier and region.
Open carrier claims for lost parcels inside each carrier’s window.

Frequently Asked Questions

How long does a buyer have to file an item-not-received claim on Amazon?

Amazon says buyers can file 3 calendar days after the maximum estimated delivery date or 30 days after the order date, whichever is earlier, and have 90 days from the maximum estimated delivery date to file. Amazon reserves the right to accept claims after that.

How long do I have to respond to a buyer who says the package did not arrive?

Amazon says you must respond in Buyer-Seller Messages within 48 hours of the buyer’s first message. If you do not, Amazon may automatically grant the claim and debit your account.

Does an A-to-z claim always hurt my Order Defect Rate?

No. Claims count when granted with you at fault, refunded after filing, cancelled, or pending appeal. Claims denied, withdrawn, or decided with you not at fault do not count.

What is Buy Shipping Claims Protection?

Amazon says that if you bought a Claims Protected label through Buy Shipping and the order shipped on time by the carrier’s first scan, Amazon funds the buyer’s reimbursement for a “Package didn’t arrive” claim and the claim does not count against your ODR.

Is there an order value above which Amazon requires signature confirmation?

Amazon’s help pages recommend signature confirmation but do not state a dollar threshold for seller-fulfilled orders. Check the current Amazon help page for your marketplace before relying on any figure.

Can I appeal a granted A-to-z claim?

Yes, within 30 calendar days, from Performance, A-to-z Guarantee claims, Option to Appeal tab, with proof of delivery or other documents. After 30 days Amazon says the ODR impact cannot be reversed.

Can I file a carrier claim and an Amazon appeal at the same time?

Yes. The carrier claim recovers the parcel’s value. The Amazon process decides the claim and its ODR effect.

Get Help With Lost Package Claims and ODR

If lost or stolen packages have pushed your ODR toward 1%, or your seller-fulfilled offers are already deactivated, the fix starts with finding the real pattern in your defect data and proving the controls you put in place. Submit your case for a review of your claims and account health, or book a consultation to set up a shipping and response routine that holds up.

This article is for general educational purposes and reflects Amazon, USPS, UPS, FedEx and Postal Inspection Service pages reviewed at the time of writing. Policies, windows and coverage change, so confirm current details on the official pages before you act. Got Suspended? does not guarantee any outcome.

Our Amazon account health maintenance team can take the case from here. If the account itself is restricted, start with our Amazon suspension service. You can also see all our marketplace suspension services.

Amazon FBM Lost, Stolen and Not Received Packages and Your ODR